Business Profile

Retail Stores

Abercrombie & Fitch

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Abercrombie & Fitch's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

703 total complaints in the last 3 years.
345 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/12/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Abercrombie on 7/29/2022. This is not my first big order with them. I was expecting to get my order on 8/9/2022. It says it was delivered on 8/4/2022 but it never came. I reached out to customer support on 8/6/2022. They told me they would send in a request for the refund. On 8/7/2022 I received a email from them telling me that they aren’t responsible and won’t be giving me a refund. I’m a single mother and just want my money back at this point. Them not taking responsibility is crazy because the carrier is who the chose to deliver their packages.
Business Response
Date: 08/16/2022
Hi ******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent purchase with A&F!
We are so sorry to hear there was an issue with receiving your order, and that you originally received a denial when a refund was requested. Our Research and Resolution team reviews all requests and has re-evaluated your recent request for order ************
We confirmed that this decision was reversed, and the refund was approved on 8/16/2022, and a refund was processed in the amount of $380.15 back to your Visa ending in ****. Please allow up to 3 – 5 business days for the refund to reflect in your account.
Also, due to your past two orders not being received we will no longer be able to ship to those addresses.
Sincerely,
Siera
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 08/16/2022
Better Business Bureau:

This is the original payment method I purchased the non received merchandise with.

I accept the business's response to resolve this complaint.
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered clothes from this company and wanted to start a return a few days after receiving the order. I was told repeatedly that the clothes had to be "received and processed within 30 days" to receive money back to an original payment but also stated that I needed to allow 3 weeks for return, delivery, and processing. This doesn't make sense because I received the package 8/1 and was told the return needed to be fully processed by 8/22. Based on their 3 week timeline for processing I would have needed to return the clothing the day I got it to even potentially meet that deadline. They also charge you $7 to even ship this back to them. I asked repeatedly for clarification since this timeline doesn't make sense for customers at all. The help desk could not elaborate or clarify for me any further. This is unacceptable especially from a large retailer. They also only allow in person returns within 30 days of the purchase date regardless of when they get to you in the mail. For example, I will try to return these clothes now but I didn't receive them until 8/1 and was supposed to get them even later. I would not have 30 full days for return.

Below is the return policy for online orders on their site.

"What is your return policy for online orders?

To receive your refund to your original payment method, returns in resalable condition must be delivered to, and processed at, our Distribution Center within 30 days from the date of the last shipment. Please note that we cannot accept returns without your receipt, invoice, or order confirmation.

Returns received and/or processed after 30 days of the date of the last shipment will be refunded to a merchandise credit in the form of an e-gift card and sent to the email address used on your order."
Business Response
Date: 08/09/2022
Hi *******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your order, and we would be happy to process your refund back to the original form of payment for your return. Once the items are returned and you receive the E-Gift Card please contact into our Customer Service so we can refund you back to the original form of payment. I have left a note on your account to process this once you contact in with your E-Gift Card. We are truly sorry for all of the miscommunication from our team regarding your order and we have shared feedback with the appropriate teams to prevent this mistake from occurring again.
Sincerely,
*****
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:08/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 112 dollars worth of clothing on 07/27/22. I received the items and the sizing for the item as listed by the website is completely wrong (sized much smaller). The last time I bought something from here it was sliced up with scissors and they refunded me back to a gift card even though I paid with a credit card. I let that slide as I order from here all the time so I paid half with a gift card and $65 on my credit card. I am now being told I have to pay $7 to return my clothing, which is whatever, but I am being refunded to a gift card AGAIN. I am then told I have to call and ask them to convert that back to my credit card which MAY OR MAY NOT happen. Mind you call times are 25+ minutes. This is a straight up robbery because I only used a gift card to begin with as this was how I was refunded to my previous order. If I knew they had this crazy policy where I PAY TO RETURN to get store credit I would have never ordered to begin with. I am not even over the 30 day return date policy which is clearly stated. I will gladly return the products as long as my money is refunded to my CREDIT CARD.
Business Response
Date: 08/09/2022
Hi *******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your order, and we would be happy to process your refund back to the original form of payment for your return. Please keep in mind that we can only refund what we charged back to your credit card. So, if the refund is more than what was charged to your credit card you will receive a partial Gift Card. Once the items are returned and you receive the E-Gift Card please contact into our Customer Service so we can refund you back to the original form of payment. I have left a note on your account to process this once you contact in with your E-Gift Card. We are truly sorry for all of the miscommunication from our team regarding your order and we have shared feedback with the appropriate teams to prevent this mistake from occurring again.
Sincerely,
*****
Customer Service
Abercrombie & Fitch

Business Response
Date: 08/09/2022
Hi *******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your order, and we would be happy to process your refund back to the original form of payment for your return. Please keep in mind that we can only refund what we charged back to your credit card. So, if the refund is more than what was charged to your credit card you will receive a partial Gift Card. Once the items are returned and you receive the E-Gift Card please contact into our Customer Service so we can refund you back to the original form of payment. I have left a note on your account to process this once you contact in with your E-Gift Card. We are truly sorry for all of the miscommunication from our team regarding your order and we have shared feedback with the appropriate teams to prevent this mistake from occurring again.
Sincerely,
*****
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 08/10/2022
I accept the business's response to resolve this complaint. Thank you !

Customer Answer
Date: 08/10/2022
I accept the business's response to resolve this complaint. Thank you !
Initial Complaint
Date:08/01/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to complete a return and the company is automatically going against their policy and trying to give me a gift card instead of returning my money directly to my card. Shipping was delayed on their end and my package was not received until 7/19/2022. They have incorrect dates on their system and are claiming that completing a return on 08/01/2022 is past 30 day return policy.
Business Response
Date: 08/02/2022
Hi ******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your return, and the return date for a refund back to the original form of payment is from the date the order was shipped and not the date it was received. In your case I can see that your order was delivered 19 days after the order shipped. Since this delivery was so late and left a small return time frame for you, I can offer to refund you back to the original form of payment. Once the items are returned and you receive the E-Gift Card please contact into our Customer Service so we can refund you back to the original form of payment. I have left a note on your account to process this once you contact in with your E-Gift Card. We are truly sorry for all of the miscommunication from our team regarding your order and we have shared feedback with the appropriate teams to prevent this mistake from occurring again.
Sincerely,
Siera
Customer Service
Abercrombie & Fitch

Customer Answer
Date: 08/03/2022
I am rejecting this response because: when calling customer care, the representative said that when a gift card is issued, the returns team does not refund to the original form of payment. As a customer, I should not have to go through so many departments to complete a return. The process should be seamless and I should not have to be punished due to the delayed shipping on the companies end. As a customer, I should be respected instead of trying to be scammed to keep a gift card which means my money stays within your company rather than simply returning it.
Initial Complaint
Date:07/28/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I initiated a return for an item that did not fit, mailed the item back less than 30 days from the original purchase date and have not been refunded. Instead the online order return status now says cancelled and I have been unable to get a response via chat or call. I have not been refunded and the item was sent back so they have essentially fraudulently charged me. The order number is *********** in the amount of $39.99
Business Response
Date: 07/29/2022
Hello ******,

Thank you for reaching out to us via the Better Business Bureau
regarding your missing refund.

We are truly sorry for the confusion surrounding the
cancellation of your return online! After closer review, it appears as though your return package was lost in
transit before our Distribution Center was able to process it for a
refund. In our system, we had to cancel
the online return in order to issue a manual refund, which is why you received
that cancellation email. We are truly
sorry for any frustration or confusion this caused!

I am thrilled to confirm that a refund of $29.99 was sent to
your VISA card ending in **** as of July 28th, 2022! The funds will complete processing to your
account within the next 3-5 business days.

Thank you for contacting Abercrombie & Fitch!

Sincerely,

Kate
Customer Service
Abercrombie & Fitch
Customer Answer
Date: 08/08/2022
I accept the business's response to resolve this complaint.
Initial Complaint
Date:07/28/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i placed an order of items and did not receive them on time for what I needed them so I then decided to return the items and get a refund. I sent back the items with a label provided by Hollister, the package was marked as delivered to them on 7/19/22 but still a week after being delivered I hadn't received a confirmation of my refund, then today 7/27/22 I received an email stating my refund request was canceled when i never canceled it. so now i don't have the items from the order or my refund, the company pretty much stole from me! and when i try contacting them, i never get through to anyone! order number ***********
Business Response
Date: 07/29/2022
Hi ******,
Thanks for reaching out to us via the Better Business Bureau regarding your recent return with A&F!
We strive to provide all of our customers with an easy and seamless shopping experience, and we are disappointed to hear that this was not the case for you. We reviewed your return, and this has been received. We are truly sorry for all of the miscommunication from our team regarding your order and we have shared feedback with the appropriate teams to prevent this mistake from occurring again.
We have processed a refund today for your order in the amount of $296.02. This refund is being processed to an E-Gift Card which we will close and refund back to your PayPal Account. Please allow 7 business days for the E-Gift Card to be closed and to be refunded back to your PayPal Account. Please do not use the E-Gift Card, if the E-Gift Card is used we cannot refund you back to the original form of payment. Additionally, we would love the opportunity to provide you with a better shopping experience to regain your trust in our brand. We have also sent you a 30% promotion code which can be applied to your next order if you would like to replace your order. You will receive the details of this promotion code in a separate email which will be sent out shortly.
Sincerely,
*****
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:07/26/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 24, 2022, someone fraudulently made a purchase with Hollister Co using my Paypal account. When I asked for help investigating it, they refused unless I get the police involved. They claim they can't give me any information about the order until then. I'm sorry, but it was done in my name, I have every right to find out what happened without the excessive time commitment to get the police involved. They need to provide the information that may lead to the details of the person that fraudulently used my info.
Business Response
Date: 07/27/2022
Hello *****,

Thank you for reaching out to us via the Better Business Bureau
regarding the order that was placed using your information.

We are so sorry but unfortunately, we are not able to
provide this information with additional points of verification. There are legal restrictions in place that
prevent us from providing this information. We would be more than happy to assist with any investigation that may be
opened and provide this information to the proper authorities, but that is the
only available avenue in a situation like this. We are truly sorry for any frustration this may have caused.

Thank you for contacting Abercrombie & Fitch!

Sincerely,

Kate
Customer Service
Abercrombie & Fitch
Customer Answer
Date: 07/28/2022
I am rejecting this response because: it makes no sense that someone can fraudulently use my name and info, yet I can’t see the info on the account that was created in my name. What legal restrictions do you claim to have. There is no reason to limit access to my own account. Without access to my info, I will be taking legal action against Hollister co.
Initial Complaint
Date:07/24/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered three items, these were shipped out in two separate shipments. One shipment with one item in it arrived and was placed in my locked postbox and was marked delivered. The other shipment with two items was also marked delivered but didn’t actually arrive. I contacted Abercrombie customer service and they said they would reship the missing items. I then received an email stating I would not be getting them reshipped or a refund because they thought I was lying despite ordering many other items in the past and never having issues or even returning any items I’ve bought previously. They won’t give me my money back or the items I paid for and apparently have done this to many other people essentially scamming who knows how many people out of their money. It’s unethical practice and blames myself for an issue I couldn’t have prevented because the items just never arrived from USPS. I’ve been waiting several days since it was marked delivered and still it hasn’t turned up. The order was not even expensive just $30 on 2 items and yet they assume I’m lying. I just want my items or my money back and to have a sincere apology for this extremely inconvenient issue.
Business Response
Date: 07/25/2022
Hello *******,

Thank you for reaching out to us via the Better Business Bureau
regarding your missing items!

We are so sorry to hear there was an issue with receiving
your order, and that you originally received a denial when a replacement was
requested. Our Research and Resolution team reviews all requests and has
re-evaluated your recent request for order 20519049484.

We confirmed that this decision was reversed, and the refund
was approved on July 25th. A refund was processed in the amount of $26.82 back
to your VISA card ending in ****. Please allow up to 3-5 business days for the
refund to reflect in your account.

We are truly sorry that you were unable to receive those
replacement items! We would love to take
the opportunity to ensure you still get them. If you would like to replace your order for those two missing items, we
can honor the same prices you originally paid, plus an extra 20% discount and
free expedited shipping to your home! Please contact us through our customer service channels for assistance
with those adjustments. We have been
sure to note your account accordingly.

Thank you for shopping with Abercrombie & Fitch!

Sincerely,

Kate
Customer Service
Abercrombie & Fitch
Business Response
Date: 07/25/2022
Hello *******,

Thank you for reaching out to us via the Better Business Bureau
regarding your missing items!

We are so sorry to hear there was an issue with receiving
your order, and that you originally received a denial when a replacement was
requested. Our Research and Resolution team reviews all requests and has
re-evaluated your recent request for order ***********.

We confirmed that this decision was reversed, and the refund
was approved on July 25th. A refund was processed in the amount of $26.82 back
to your VISA card ending in ****. Please allow up to 3-5 business days for the
refund to reflect in your account.

We are truly sorry that you were unable to receive those
replacement items! We would love to take
the opportunity to ensure you still get them. If you would like to replace your order for those two missing items, we
can honor the same prices you originally paid, plus an extra 20% discount and
free expedited shipping to your home! Please contact us through our customer service channels for assistance
with those adjustments. We have been
sure to note your account accordingly.

Thank you for shopping with Abercrombie & Fitch!

Sincerely,

****
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:07/21/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi. I recently purchased some clothing online at Abercrombie and Fitch using a credit card of mine. After receiving my order in the mail I did not like the items and returned almost everything via USPS. The items were revived by Abercrombie and Fitch. During this return period my credit card was updated by my bank and I received a new card. This new card has a new number but is attached to the same account. It’s been over six weeks since I sent my items back by mail and I have not received a refund. I finally got in touch with customer service at Abercrombie and Fitch and was told they cannot refund me since I have a new card number. This new card is linked to the same account. I’ve never had this issue before and am waiting on a refund for over $500. I was told I can have store credit but they can do nothing to help. I want my refund for the clothing I returned.

The credit card I used was an Athleta credit card. The banking system athleta uses changed which is why my card changed. I have uploaded pictures Abercrombie sent me that show the refund is continually being denied.
Business Response
Date: 07/25/2022
Hello *******,

Thank you for reaching out to us via the Better Business Bureau
regarding your refund!

We are truly sorry to hear that you have not yet received
your refund! To clarify, our payment
processing systems have no way to send the refund to an entirely new card as
there are restrictions in place to ensure all funds are handled properly and
sent to the correct place. I absolutely
understand how frustrating it must have been for you and I am truly sorry if
this was not thoroughly explained!

After closer review, I am thrilled to see that we were able to
offer a PayPal refund for you instead! I
can see that our team submitted the refund request on July 23rd.
Please note, due to processing time frames, you should receive this refund within
the next 7-10 business days. Please let
us know if you do not receive it within that time, but there should be no
further issues!

Thank you for shopping with Abercrombie & Fitch!

Sincerely,

Kate
Customer Service
Abercrombie & Fitch
Initial Complaint
Date:07/19/2022
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased from this company around $300 total. My order number is ***********. They somehow shipped my whole order separately with 3 different shipping carriers. THE ONLY item I received was from UPS. The other 2 shipped with OnTrac & FedEx. I did NOT receive those items even though I work from home and keep track of my packages!!!! However, I brought this to the attention of this company & a nice live chat agent spoke to me stating that they will put in the request for a refund for the items that I did not receive. Not the case. This morning, I received an email basically stating that I should contact OnTrac and sort it out with them. They aren’t going to refund me and basically shot me down. First things first, of course I contacted the shipping companies. THEY CANT DO ANYTHING ON THEIR END. They told me I need to handle it with the merchant. What kind of company steals money like this?! I literally can’t believe that they aren’t offering some type of solution for their CUSTOMER! I am so FED UP with this company! I am demanding a refund or solution to this! How are you going to steal over $300?!!!! Absolutely nuts.
Business Response
Date: 07/21/2022
Hi ********,

After reviewing your previous contact history, I see that our Research and Resolution team was unable to approve your last request for a reshipment or refund due to not receiving your order. When a package is reported as not received, our Research and Resolution team reviews each request and may not be able to approve a refund when we have received previous requests of the same nature. This decision is based on our historical records of successful delivery of orders associated with your contact information across our Abercrombie & Fitch and Hollister Co. brands. We recently received previous requests for refunds for orders that were not received that were associated with your purchase and contact information. Unfortunately, we are unable to approve any additional refunds for issues with delivery.
If you believe that your packages have been stolen, I recommend filing a report with your local police department. This may be especially helpful if there is a trend of packages disappearing from this shipping address. We would be happy to provide any information to aid in the police department’s investigation if a request of information is received on department letterhead to our Research & Resolution Team at fax# ###-###-####.
***** ********
Abercrombie & Fitch
Customer Service

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Abercrombie & Fitch is NOT a BBB Accredited Business.